​Digital Customer Success Expert
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Top 100 Customer Success Strategist
Hello!
I'm Marley, an award-winning leader in digital customer success, customer marketing, and customer experience strategy and operations.
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Although digital customer success hasn't been around for long, I'm one of the few people who can say I've successfully built it many times over. Whether you prefer the term digital CS, scaled CS, digital CX, customer marketing, lifecycle marketing, or another variation altogether, I specialize in building digital customer engagement programs that do just that - actually engage your customers, without sacrificing quality or human connection. My measurably successful programs are focused on intentional dynamic engagement that is both efficient and effective. I drive the ultimate goals of increased retention and accelerated growth, with results like:
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40% increase in net revenue retention (NRR)
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20% reduction in churn
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44% reduction in cost to serve
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2x accounts assigned per CSM
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3x user time on platform
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$1M in upsell/cross-sell revenue
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I've led customer success and marketing programs within startups, services, tech giants, nonprofits, and the arts. My multi-industry experience has developed my unique approach, which combines a carefully crafted balance of both creativity and analytics to deliver tangible results and a superior customer experience. Guided by expertise in marketing campaign strategy, content creation, customer engagement, and brand identity, I believe in the power of automation and its transformative capabilities at all stages of the customer journey.​
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A Minnesota native, I now call the Mile High City home. In my free time, you can find me devouring podcasts and audiobooks, traveling, or exploring the Rockies with my husband, daughter, and our pup.​
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I'm currently searching for my next leadership opportunity in digital customer success, where I can bring my years of experience in-house to build exceptional customer experiences at scale to increase retention and growth.